ADA Paratransit Service Provider

Paratransit

First Transit operates safe, reliable, and cost-effective ADA paratransit services throughout the United States, Canada, and Puerto Rico. First Transit has provided paratransit services since 1985 - five years in advance of the passing of the historic
Americans with Disabilities Act (ADA). Today, we manage the operation of more than 60 paratransit systems and an additional 25 with combined paratransit and fixed route services, offering millions of trips on an annual basis for passengers
in every type of environment – from rural communities to large metropolitan areas.

Our management of paratransit services includes all reservations, scheduling, dispatching, customer service calls, and fare collection. First Transit also provides all services for maintenance, cleaning, and fueling. All personnel, including drivers,
management, technicians, as well as our subcontractors, are trained and held to the safety standards and policies of First Transit. All drivers attend an annual ADA training to ensure they follow along with all requirements of paratransit eligibility
and help First Transit provide superior customer service.

“First Transit has demonstrated value-added service for its customers. This is what sets them apart from other service providers.”— Customer Feedback

First Transit prides itself in measurable performance improvements at many of our paratransit locations as a result of enhancements to safety, training, customer service, efficiency, employee relations, and customer/contractor relationships.

60
Paratransit Systems Managed

25
Combined Paratransit and Fixed Route Services

How it Works

Paratransit is designed to ensure equitable mobility services for people with disabilities who cannot use other transit modes within a given service area. Paratransit services provide access to life-sustaining services, such as doctor’s offices, dialysis centers, senior centers, grocery stores, and other important locations.

Complementary paratransit services are provided by transit agencies and communities across the United States. Pursuant to ADA requirements, these demand responsive services serve origins and destinations within 3/4 mile of any existing fixed route. When a passenger needs a ride, he or she will request a trip, typically via a call center. First Transit offers its clients a variety of technology to support efficient ride scheduling.

Paratransit programs require passengers meet specific eligibility requirements. This is determined through an application process. All passenger information is protected by HIPAA and other regulatory requirements related to personal health and other information.

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CENTRAL OHIO TRANSIT AUTHORITY

Central Ohio Transit Authority (COTA), located in Columbus, Ohio has been a partner of First Transit’s for over 14 years. Beginning in 2006, COTA’s paratransit services operated by First Transit currently employs over 150 people and utilizes a fleet of 69 vehicles. First Transit partners collaboratively with COTA to work toward their vision to be the region’s transportation leader, providing safe, reliable and on-time paratransit services.

Why First Transit?

First Transit ensures your passengers receive best-in-class service and care; this is so important to us, we put it in writing. This holds us accountable – one of our core values – to meeting your goals for safety, on-time performance, productivity, cost efficiency, and customer satisfaction. We partner with our clients to manage each transit system’s unique operational complexities to ensure passengers can move freely within the community, while honoring our clients’ budgets.

Operational Efficiencies

The focus of First Transit’s successful paratransit operations is on the comprehensive service delivery plan. Our goal is to maintain our positive work environment for our employees through competitive wages and benefits, incentive programs, open communication, and a supportive management team. Operational efficiencies are increased through the use of technology and effective scheduling practices.

Passenger Mobility

Our goal is to Improve passenger mobility within the community through:
Travel Training - We will work with ADA paratransit riders to learn to navigate your community’s fixed route system, reducing dependence on more costly paratransit service while increasing their mobility options.
Safe Wheels Program - Our drivers are our first line of safety. If they see a passenger with an unsafe mobility device, we will replace it with a new one. This improves the quality of our passengers’ lives while also improving their individual safety.

Accomplished Provider

First Transit is an accomplished provider of Americans with Disabilities Act (ADA) paratransit services. This includes all reservations, scheduling, dispatching, customer service calls, and fare collections. First Transit also provides all services for maintenance, cleaning, and fueling. All personnel, drivers, management, technicians, and all subcontractors are trained and held to the safety standards and policies of First Transit. All drivers attend an annual ADA training to ensure they follow with all requirements and help First Transit provide superior customer service.

Smart Maintenance

Our comprehensive preventative maintenance program works to avoid breakdowns and reduce costs through utilizing the LEAN methodology and a paperless approach to maintenance services. This approach to maintenance improves in the overall effectiveness by valuing organization and ending waste. Lean processes translate to a reduction in operational costs by targeting strategic areas and keeping vehicles operating longer. In turn, this means fewer service.